These recent changes are a response to the incident that resulted in the violent removal of a passenger by law enforcement officials on April 9.
United Airlines CEO, Oscar Munoz, made recent comments about how every customer deserves to be treated with the utmost respect, dignity, and the highest level of customer service. He also added that what happened to Dr. David Dao was a failure of the company to provide such treatment and service, and they apologize deeply for the incident.
The recent changes are to ensure that no such thing will ever happen in the future.
Below are a couple of the significant changes made by the United Airlines:
- The company vowed to limit law enforcement assistance to security and safety issues only. This new policy went to effect on April 12.
- No customer is required to voluntarily give up his seat on the plane unless it relates to security and safety issues. This new policy went to effect last Thursday.
- Increase the incentive to entice customers to give up their seats. United Airlines is setting $10,000. This new policy went to effect last Friday.
- United Airlines established a "customer solutions" team designed to provide customers with boarding problems other alternative solutions to ensure the customer reaches their final destination. This could mean offering solutions like ground transportation, other airlines, or nearby airports. The newly proposed team will come to effect this coming June.
- Ensure that all crews are booked at least 60 minutes before the flight departure. This new policy went to effect on April 14.
- Continuous annual training to employees. At the start of August, employees that are directly dealing with customers will be trained to handle better cases that are considered as "difficult customer-service" instances.
- Creating an automated system that is specially designed to solicit volunteers to make alternative travel plans in case of an overbooking. This new policy is expected to be implemented in the later part of the year.
- Reduce the chances of overbooking. This policy is already implemented by United Airlines.
- Empowering United Airlines employees to fix customer service problems. United Airlines is rolling out a new app that allows its employees to give out compensation from company-issued phones. Flight attendants will have this capability by July. Gate agents will be able to provide such service later this year.
- Eliminating red tape when it comes to "permanent" lost luggage. United Airlines is adopting a new "no questions asked" policy for such instances. In the event that luggage is deemed "permanently" lost by the airline, the company will pay $1,500 for the bag.
The company will also pay for the contents of the bag without the need for the passenger to prove its worth. For bags that are worth more than $1,500, documentation may be required. This new policy is going to be implemented this coming June.
